Pucks have arrived before recorded as dispatched!

[Victornts]

I've got exactly the same problem. It was a replacement puck, but the funny thing is the returned faulty puck says received by sky, but the new one I received is still "awaiting dispatch". They are in the same tracking page, so I assume they've got the same tracking code/number as well. Weird how the returned is OK (it even disappeared from my account) and the new one is stuck.  

For info, ordered Saturday (20th), arrived Monday (22nd) and expected delivery date was yesterday, but it didn't 'reset' it. And on the 20th I dis get a message through the app saying the puck was delivered and I could set it up, so Sky does know I have it and it's definitely a major glitch with their systems.

I called Sky on the Monday after I got it, and the guy said he would have to escalate it to the 'back office', that it was a known issue but their SLA was 30 days!!!! Anyone here ever had ther issue sorted? If yes, how long it took?

[ALM84]

Morning all - i agree....being told that the issue is being escalated isn't doing anything if it's a problem with their system recognising the deliveries have been made.  One other thing the guy told me last night, which i forgot to mention, was that the issue seemed to be at a "coding level" which made me think it was some sort of system failure which is sounding more and more likely with the time it is taking.

Again, we are not asking for Sky to roll out a sweeping statement.  We are more than aware that they will not do that!  However, being more up front with customers either on here or when they call goes a long way than just saying they are escalating the issue to the relevant team.  

Like others on here whose "estimated delivery" day has passed, my tracking has now changed to "delayed" - which i was expecting.  I am hopeful that whatever team is working on the issue are doing their best considering they are more than aware of it now.  I am going to wait it out and keep calling them.....it will be sorted eventually.

[ALM84]

@Victornts I asked Sky if any customers having these issues had managed to activate their pucks yet and was told not as far as they were aware.  I guess it will be that Sky have to fix the system issue first before being able to register/activate pucks. 😑

[Richard310]

After 3 phone calls finally provided puck serial numbers as first time asked. Sky not providing their call line operators with the true situation or their operators are incompetent. I am sure the first case is the one in play. Judging from the time spent in finding a remedy this is going to be a long wait

[KevNewMedia · Accepted solution]

Hi Everyone

Thank you so much for your continued patience while we’ve been working to resolve this issue. We’re really sorry for any inconvenience or frustration this may have caused.

Our support team has now advised that a fix has been implemented. When you have a moment, could you please try activating your puck again and let us know how things go?

I'm going to mark this post as the current answer, so that everyone has the most up-to-date information.

[Driverphubs]

Just done mine and worked a treat,is now activated just took a while to recognise my subscription but all sorted 

[Acastus]

Yep its working now, thanks. I did have to designate the puck as the primary one though before it would recognise my sub.

Thanks for the fix.

[Victornts]

Yep, worked perfectly! Thank you for the fix

[Ormskirkred]

Puck now registered but says I have no subscription...

What else is there to do?

[Acastus]

Go to your sky account online and in product settings make the puck the primary one. If its a replacement that is.

If its your first puck then waiting a bit after its activated will fix your problem, hopefully.

[WendyNewForest]

Finally my new sky puck has allowed me to activate it. Now it says that I do not have an active Sky streaming subscription etc. I signed up for this on 21st Sept. How long will it be before my subscription becomes active?

[Dazzasky]

---

@WendyNewForest wrote:

Finally my new sky puck has allowed me to activate it. Now it says that I do not have an active Sky streaming subscription etc. I signed up for this on 21st Sept. How long will it be before my subscription becomes active?

---

Are you able to view any channels @WendyNewForest 

[Ormskirkred]

Thanks. It is my first puck so I'll wait and see if subscription appears.

Current status of puck in 'My orders' is still 'Activation due' and 'Delayed' although I have activated. 

Go figure...

[RHS39]

@KevNewMedia I have been able to activate it. The puck is showing as primary on the app but now it says I don't have a subscription. Seriously how hard can it be to get this resolved?  It's not acceptable and need this to sorted out urgently 

[RHS39]

Same as mine. But on the product info it will say delivered